Hello, I'm sorry to hear about this unfortunate issue. Do you have the ticket ID (8 digit number received from Gameloft Support) of the matter, so I can do a follow up on it with the Customer Care team?

Additionally, you didn't specify the platform (though this info should be already included in the ticket), therefor it will be hard to isolate the cause of your issue. One more thing, UPD5 was just released on Android a couple of hours ago. Maybe the issue is no longer present in the new version.